EventEngage Streamlines Documentation and Enhances Customer Service with Fireflies

• Infrastructure as a Service (IaaS) - Virtual Private Cloud
• Wearables - Virtual Reality Glasses, Headsets & Controllers

• Equipment & Machinery

• Sales & Marketing

• Digital Thread

• System Integration

EventEngage, a full-service 3D virtual and hybrid event platform, was facing challenges in efficiently documenting customer conversations. As a platform that offers a wide range of features for managing virtual events, EventEngage had to deal with unique customer requirements that kept changing as they progressed towards their live event day. The team members were finding it difficult to keep track of all the change requests on calls along with new customers. The CEO, Raj, recognized the importance of proper documentation of customer calls to provide a better customer experience. They tried various tools to solve their problems but were not satisfied with the results.

EventEngage is a comprehensive 3D virtual and hybrid event platform that caters to a wide range of virtual events, including closed-group networking events and trade shows. The platform offers an interactive lobby with a live help desk that mimics in-person events, providing an engaging experience for participants. It also features guided onboarding, payment integration, and real-time analytics to address the challenges of running a virtual event. Each customer of EventEngage comes with unique requirements that evolve as they progress towards their live event day, making efficient and accurate documentation of customer conversations crucial for the company.

Fireflies, an AI-powered tool, provided the solution to EventEngage's documentation issues. It ensured that every detail of customer conversations was well documented, with transcripts secured in one place and easily accessible. This eliminated the need for customers to repeat the same information to different team members. Fireflies also enhanced internal collaboration within the EventEngage team. Its features, such as Thread, allowed team members to take notes and sync them with an audio recording, which could then be shared with the rest of the team for comments or review. Fireflies also provided fast post-meeting recap information, including transcripts, notes, and audio. The tool also integrated seamlessly with EventEngage's Hubspot sales CRM, automatically logging call activities and transcribing all recordings created via Hubspot dialer.

• With the implementation of Fireflies, EventEngage was able to streamline its documentation process, saving significant time and effort. The tool's ability to capture every detail of customer conversations eliminated the need for customers to repeat information, enhancing the customer experience. The internal collaboration within the team was also improved, with team members able to share notes and review materials more efficiently. The fast post-meeting recap information provided by Fireflies allowed for quicker follow-ups and action. The integration with Hubspot CRM further streamlined the process by automatically logging call activities and transcribing recordings.